Full job description*Service Desk Supervisor/Manager
*Location: Stevenage
*Contract: Full-Time, 12-month Fixed Term Contract
*Start Date: Ideally within the next 4–6 weeks
My client is seeking an experienced Service Desk Supervisor / Manager to lead their Service Desk function on a 12-month fixed-term basis. This role is crucial for maintaining high standards of service delivery and effective management of their service operations.
Day-to-Day of the Role:
*Provide day-to-day supervision and support to the Service Desk team, ensuring hands-on involvement in operations.
*Oversee service diary scheduling, coordinate jobs and engineers, and act as the main point of contact for escalations.
*Handle complex or high-priority service issues directly, resolving them efficiently and professionally.
*Ensure the Service Desk is appropriately manned, managing cover for holidays and peak workload periods.
*Process quotations, raise jobs, issue purchase orders, and close jobs, ensuring accuracy and consistency.
*Monitor service performance, standards, and workflows, ensuring all tasks are completed to a high standard.
*Support and coach Service Desk Coordinators to ensure consistent service delivery.
*Maintain strong communication with engineers, customers, and internal stakeholders.
*Ensure systems, records, and service documentation are kept accurate and up to date.
Required Skills & Qualifications:
*Proven experience supervising or managing a service desk or service coordination team.
*Strong organisational and diary-management skills.
*Confident, professional communication style.
*Ability to prioritise workloads and respond effectively to changing demands.
*High attention to detail and a structured approach to processes.
*Good IT aptitude and confidence working with internal systems.
*Experience in service, engineering, construction, or hospitality environments is preferred but not essential.
Benefits:
*Support from an award-winning team, allowing you to focus on your role.
*Modern, vibrant offices in Stevenage with free parking and proximity to the train station.
*20% discount on EE phone contracts & SIMs.
*Cycle-to-work scheme.
*Wellbeing Employee Assistance Programme.
*Company pension & life insurance.
*Competitive holiday allowance including Bank Holidays.